The system is used in my organization as a call and knowledge management system for the IT department. We have been using it for over 10 years. The system is user-friendly and efficient for managing all the technical information of the IT staff when handling and closing calls. It is easy to search within the system, and it offers many analysis and graphing options. Additionally, the system integrates with AD, mail servers, and other tools. It also has a client installed that monitors all the workstations in the organization, collects statistics, and allows for the generation of numerous reports on the organization's assets. In my version, there are still no AI capabilities, which I currently see as the only drawback.
Pros
calls and knowledge management
reports
assets management
Cons
Organizational knowledge retention
AI Insights
Likelihood to Recommend
SysAid excels in managing IT services, including incident management, service request fulfillment, and asset tracking. the system have a detailed analytics and insights about IT services that we use every day in our organization . SysAid offers customization options, but there are limits in certain areas.
We were in need of replacing an old help desk ticketing system. We looked at several and found that SysAid would let us customize as we needed for our non-technical users. We were also on an old email system that they helped us work around. With their workaround, we were able to get running.
Pros
Demo was excellent.
Getting us work arounds for our old systems.
Cons
Support times were hard as the hours were early due to time zones.
Likelihood to Recommend
Help desk ticketing was good and just what we needed. Support was good and moved us up to the level we needed.
VU
Verified User
Project Manager in Information Technology (Industrial Automation company, 501-1000 employees)
We currently use SysAid in four of our areas of business, IT Support, HR, Customer service and Pricing/Products. There was a requirement to centralize where requests and issues were being entered in order to be able to resolve them quickly. And also be able to track the time used to fix issues and understand the number of issues
Pros
Categories are so easy to create and modify when needed
We love the portal with a modern look and ease of use
Configuring the tool is quite easy
Cons
The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services
Likelihood to Recommend
SysAid is Great for IT Support. Tickets can be easily entered using the portal that has a more modern look and feel.
We have also used SysAid for our Customer Service Team. Tickets can come in through email or direct access through the cloud. They no longer get lost in the shuffle. Reports can be produced for the managers to better undersand where issues are.
VU
Verified User
Analyst in Information Technology (Consumer Goods company, 1001-5000 employees)
We are using SysAid on daily basis as its our main ticketing system. Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. From time to time it can for example reset your ticket but at most times its good. Overall 9/10
Pros
Ticket managment
Asset management
Ticket history overview
Cons
User interface
Loading time
Signup errors
Likelihood to Recommend
SysAid is perfect when it comes to ticket management. Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. On the other hand SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.
We use SysAid as our ITSM. It has been a big improvement for us in regards to end user interaction with the Self-Service Portal, ticket management and auto categorization. It has also provided us a way to implement work flows and approval processes. SysAid also provides Teams implementation and KB for end users to resolve certain issues themselves.
Pros
flexibility for set up customization
ticket management and auto assignments
self-service portal with KB utilization
Cons
Reporting
Mobile App
more training to maximize full capabilities
remote monitoring and management capabilities
Likelihood to Recommend
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
VU
Verified User
Employee in Information Technology (Food Production company, 1001-5000 employees)
SysAid has made a nice portal for our end users to submit problems. Where it shines is its capability to customize what is submitted and the dashboards that it can create as far as tracking help desk issues. It has been overall a nice experience with rather intuitive interfaces especially on the IT side of things. I feel like finding, tracking, and categorizing tickets comes very easily with this system.
Pros
Dashboarding
Categorizing
Tracking
Cons
End User interface
Likelihood to Recommend
It has done a great job with issues being reported however, it does have its issues with images being shared or forcing end users to fill out the necessary fields. However, some of that may be on how we have the system currently customized as that seems to be very open ended, for better or for worse.
VU
Verified User
Analyst in Finance and Accounting (Food Production company, 201-500 employees)
We use SysAid as the ticketing system where users can reach out to the IT department in a fast manner if they are having issues with anything. Allows IT support to track, manage, speed up, and deal effectively with incidents. This system give agents the customer details they need to provide personalized service, help support staff coordinate their efforts, and automate repetitive tasks—all of which empower companies to reduce resolution and wait times
Pros
Ease of use
User friendly
Manage requests and incidents
Cons
Make dashboard a little modern
Gets slow once a while using the portal
More reporting tools
Likelihood to Recommend
It creates the right structure for the IT help desk which can improve its efficiency. Organize help desks into multiple levels or tiers. Queue and assign requests. Conduct end-user surveys. Empower end users with self-service. Better manage routine tasks. Generate reports with targeted key performance indicators. Increase collaboration and communication.
We use SysAid for our Help Desk ticket tracking, Asset Management, System patch management, and Server patching. The SysAid system helps us to do all or our tracking and updating all from one place with ease.
Pros
Ticket Tracking
Asset Management
System Patching
Cons
Server patching, it seams that some updates are not getting to the systems properly I'v found.
Likelihood to Recommend
It has a nice clean interface that works great for the ticket tracking for our helpdesk. I also like the portal for users to enter there tickets, it is an easy way for users to enter and follow there tickets.
We use SysAid to manage our user's support requests, and queries and handle any issues that arise. Below is a list of our use cases with SysAid: To track and prioritize the tickets based on urgency, category, and status. Escalate the tickets to the correct teams using keywords or specific queues. Communicate with users through SysAid's message system which integrates well with our emails. Measure quality of support and ticket response times using the reporting tabs. Track our assets automatically and log usage. SysAid has several integrations and we currently utilize primarily TeamViewer's integration and find it to work seamlessly. Recently there has also been an addition of an AI chatbot to the self-service portal which shows massive promise for the future.
Pros
Excellent range of features & functionality
Seamless integration with other systems
Detailed ticket management and tracking
Cons
Out-dated UI
Too many clicks to manage assets
Some devices require significant time to update in the asset list
Likelihood to Recommend
SysAid is suited for nearly all aspects of my job, the only circumstances I go out with SysAid are for more consistent communication with users & acknowledgment they've seen my communications. In these times I'm more likely to go for Teams or phone calls. I'd like in the future to see a better chat system for SysAid.
VU
Verified User
Analyst in Information Technology (Food Production company, 501-1000 employees)
We use it for ticketing and asset management, change management, and Patch Management. The only issues we have are the reporting. Built-in reports need some work and it is difficult to create custom reports. AI Chatbot is amazing!
Pros
Asset management.
Ticketing
Change management.
AI
Cons
Built in reports
Agent service crashes.
Monitoring
Likelihood to Recommend
Excellent for incidents, requests, and problems, as well as for change management. This is a good ITSM package.
VU
Verified User
Director in Information Technology (Mechanical Or Industrial Engineering company, 5001-10,000 employees)
